ShepHyken
DECEMBER 31, 2024
This week, Im tackling the answers to 10 more of the 20 questions I answered last week. (Heres a link to the article that featured the first Ten Customer Experience questions and answers.) Are you ready? Lets go! What would the title of your CX superhero alter ego be? Id be Captain Amazing, working with clients who want to create amazing customer and employee experiences.
Optimove
DECEMBER 31, 2024
Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Staying ahead of customer engagement trends enables marketers to drive loyalty, increase revenue, and outpace the competition in 2025. This post offers 25 insights for marketers eager to leverage AI for personalized customer journeys, build loyalty through multichannel consistency, and boost retention and revenue with data-driven, customer-centric strategies.
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CX University
JANUARY 2, 2025
To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term The Golden Rules of CX. The Golden Rules represent the essential guidelines for achieving success either broadly or within a specific endeavor. This is the third in a series of articles on the nine golden rules for CX Success, originally published on CustomerThink.
ShepHyken
DECEMBER 31, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can business use customer feedback to improve the customer experience? How do you leverage customer reviews? What is the best approach to respond to a negative customer review? How can consumer feedback improve a company’s products or services?
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
DCX
DECEMBER 31, 2024
A Fresh Start for a New Year: Welcome to Decoding Customer Experience As we step into a new year, it’s the perfect time for a fresh focus. That’s why the DCX Newsletter is evolving into Decoding Customer Experience. This isn’t just a new name—it’s a renewed commitment to delivering practical, actionable resources that help you achieve your goals and make your work life easier.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Win the Customer
JANUARY 2, 2025
The rise of AI is fundamentally transforming the customer experience (CX). From chatbots and personalized recommendations to predictive maintenance and proactive support, AI is empowering businesses to understand and serve their customers in unprecedented ways. This rapid evolution necessitates a significant shift in the role of the product manager.
The DiJulius Group
JANUARY 2, 2025
Forget Customer Surveys; Learn the Real CX KPIs you Should be Measuring Chief Revolution Officer John DiJulius discusses how today customers are suffering from survey fatigue. There may be better ways to measure your customer satisfaction than surveys. John shares the best KPIs and how every business should have an ROX (Return on eXperience)Dashboard.
SurveySensum
DECEMBER 30, 2024
CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. Why not? While it shines in NPS insights, CustomerGauge falls short in a few key areas. Its limited flexibility, complicated user management, and reliance on support for survey setup can slow things down and create inefficiencies.
CSM Magazine
JANUARY 2, 2025
When was the last time you felt truly heard in a conversation? That moment of connection isnt just niceits powerful. In customer support, empathy works the same way. Its not just about solving issues; its about understanding the person behind them. Customers want to feel valued, not processed. Empathy bridges that gap, turning frustrated customers into loyal advocates.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
BirdEye
DECEMBER 28, 2024
Imagine potential customers searching for a great dining spot, only to find your restaurant buried on the second page of Google results. This oversight can lead to lost opportunities, reduced foot traffic, and decreased revenue – all direct consequences of a poorly executed restaurant SEO (search engine optimization) strategy. Local restaurant searches consistently dominate Google, and being visible at the right place and time can supercharge growth.
Blake Morgan
DECEMBER 30, 2024
The hospitality industry in 2024 continues to prioritize emotional connections and guest well-being as key differentiators, with U.S. hotel occupancy rates reaching 67% in October (Statista, 2024). As guest expectations evolve, the focus has shifted toward creating meaningful interactions and personalized experiences.
ShepHyken
DECEMBER 29, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service.
Optimove
JANUARY 2, 2025
Dont Be Noise: Elevate Customer Loyalty in the Age of Marketing Fatigue In a world where customers are bombarded with choices, loyalty is no longer about sticking with the familiarits about earning trust and staying relevant. How can you ensure your brand stands out in this competitive landscape? Part 2 of the 2025 Optimove Consumer Marketing Fatigue Report dives into strategies to strengthen retention, reduce churn, and foster deeper connections.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
BirdEye
DECEMBER 30, 2024
Managing a multi-location mortgage business in today’s fast-paced market requires juggling multiple priorities: client relationships, loan processing, compliance requirements, and team coordination. As your business expands across locations, these challenges escalate exponentially, demanding innovative solutions. That’s where Generative Artificial Intelligence (GenAI) comes into play.
Kayako
DECEMBER 30, 2024
In the competitive landscape of Software as a Service (SaaS), AI customer experience has become a game-changer. Customer experience (CX) is now a critical differentiator, with 64% of consumers considering it more significant than price. As businesses strive to enhance their offerings, AI-powered SaaS customer experience solutions are transforming how companies interact with their customers, making it easier to address their needs and preferences.
DCX
DECEMBER 29, 2024
Inspiration, education, and coaching for customer-obsessed leaders. Welcome to the roundup of customer experience insights! This week’s links dive into a critical theme: rethinking the fundamentals. Sometimes, the biggest breakthroughs come not from adding more but from questioning the basics—how we measure success, connect with customers, and design experiences.
CSM Magazine
JANUARY 3, 2025
Businesses are no longer confined to local or regional markets. Instead, they operate on a global scale, interacting with customers from diverse linguistic and cultural backgrounds. This expansion necessitates robust multilingual customer support to cater to a varied clientele effectively. Multilingual customer support not only bridges language gaps but also enhances customer satisfaction, fosters loyalty, and drives business growth.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
BirdEye
DECEMBER 28, 2024
Social media management has become increasingly challenging with evolving algorithms, shifting audience behavior, and ever-changing best practices. However, these challenges only compound for enterprises looking to expand their digital footprint across social media platforms. Therefore, balancing a local presence, maintaining a consistent brand identity, and streamlining content publishing are critical for long-term success.
Optimove
JANUARY 2, 2025
Tackling Marketing Fatigue with Smarter Email Strategies Email is still the #1 marketing channel, but overused, one-size-fits-all campaigns just arent cutting it anymore. In 2025, success lies in standing out with a smarter strategy. Part 1 of the 2025 Optimove Consumer Marketing Fatigue Report shows you how to evolve your email campaigns to break through the noise and boost engagement.
Inbenta
DECEMBER 28, 2024
Explore how artificial intelligence (AI) has become essential for businesses looking to enhance customer experiences , streamline operations , and foster growth. This article provides practical steps for strategically integrating AI into your business. Artificial intelligence (AI) has emerged as a critical tool for companies aiming to enhance customer experiences, streamline operations, and drive growth.
CSM Magazine
JANUARY 2, 2025
For customer service professionals, saying no isnt always easy. After all, we’ve been conditioned to prioritize the customers needs and create a positive experience. The reality is, there are situations where you have no choice but to decline a customers request. The challenge lies in finding the right way to say noone that satisfies the business’s policies while maintaining the customers trust and respect.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Blueshift
JANUARY 3, 2025
Introduction Imagine this: you’re a marketer in a world flooded with data, under pressure to deliver hyper-personalized experiences at scale. Your customers demand relevance and immediacy, and traditional marketing tools only take you so far. Enter the Customer Data Platform (CDP)a solution uniquely designed for marketers to unify, analyze, and activate data.
Optimove
JANUARY 1, 2025
How AI is Transforming CDPs Download Now >> Why it Matters: This blog highlights how embracing AI while maintaining human strategy, judgment, and creativity will be key to staying ahead in 2025. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Key Takeaway s : AI will enhance personalization, but human judgment ensures its meaningful.
Inbenta
DECEMBER 28, 2024
How can financial institutions drive digital adoption and enhance customer engagement in an increasingly online world? In this insightful conversation, Ade Crossland, Digital Skills Leader at Nationwide Building Society, provides a behind-the-scenes look at their innovative approach. A collaboration with Inbenta and our interactive Learn technology led to the creation of Discover Digital, a solution that has transformed Nationwide’s digital landscape.
CSM Magazine
JANUARY 3, 2025
Empathy is essential in customer support, but how do you know if its actually making a difference? Measuring empathy might sound trickyafter all, how do you quantify something so emotional? But there are effective ways to assess its impact. By using customer feedback and tracking specific metrics, you can see just how empathy shapes the customer experience and drives your teams success.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Forrester's Customer Insights
JANUARY 2, 2025
On January 7th, about 140,00 people will join serpentine queues in Las Vegas, where over 300 of the Fortune 500 will flaunt their wares at the world’s most revered tech show CES 2025.
Optimove
DECEMBER 30, 2024
Take the next step with our CRM marketer evolution curve Download Now Why it Matters: These 2025 resolutions will directly influence a marketer’s ability to be position-less, driving marketing effectiveness and business outcomes, including higher Return on Marketing Investment (ROI) and deeper customer loyalty. Marketers who embrace these trends will emerge as leaders and fuel innovation, growth, and overall success.
Inbenta
DECEMBER 28, 2024
With AI technologies advancing at breakneck speed, businesses face a crucial decision: buy a ready-made solution or build one from scratch? This article explores the advantages and challenges of both approaches, considering factors such as immediate impact, customization, costs, and future adaptability to help you make the smart choice for your unique business needs.
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